If you believe your product may be defective, please contact us immediately through our Contact Page so we can assist you as quickly as possible. To help us accurately assess the issue, please include the following: Required Information for Defect Claims Full name used for the order Order number Date of delivery A clear description of the issue Photos or a short video clearly showing the problem Confirmation that the product was used according to the instructions Please note: Normal wear, personal discomfort, or misuse does not qualify as a defect. All defect claims are reviewed individually before replacement or refund approval. We may offer a replacement or alternative solution depending on the situation. Our goal is to resolve genuine issues responsibly while maintaining product quality standards.

Yes. If you contact us within 30 days of receiving your order, you are eligible for a refund under our 30-Day Satisfaction Guarantee. To ensure a smooth and fair review process, please contact us through our Contact Page and include the information below: Required Information for Refund Requests Full name used for the order Order number Date of delivery A brief explanation of why the product did not meet your expectations Clear photos or a short video showing the current condition of the product Please note: The product must be returned in reasonable condition. Refunds are processed after review and approval of the submitted information. Shipping times and personal comfort preferences are not considered product defects. Our guarantee exists to protect customers—while also ensuring fairness for our brand and community.

For best results, we recommend the following routine about 30 minutes before bedtime: Start with Auto Mode to release overall tension Finish with Heat Mode only right before sleep Using heat immediately before bed helps your body relax deeply—and many users report falling asleep effortlessly within minutes.

This can happen for two reasons: Body compatibility: Some body types may find traction uncomfortable, and that’s okay. You’re not required to use this function. Severe muscle tension: If your neck is extremely tight, traction may feel intense at first. In this case, do not force it. Start with heat and vibration only to fully relax the muscles. Once the tension eases, traction often becomes much more comfortable.

No—the vibration does not affect your brain. However, vibration can be stimulating for some people. If it feels distracting or uncomfortable, simply switch to a different mode. The key is using the functions that feel best for your body, especially before sleep.

To deliver better quality at a fair price, we remove unnecessary middlemen and ship directly from our manufacturing partner to you. Because of this streamlined process, delivery typically takes 7–14 days. This allows us to focus on product quality and performance rather than inflated distribution costs.

Yes—because it addresses a common but often overlooked cause of poor sleep: neck tension. When you’re under stress, your neck muscles tighten. That physical tension sends “alert” signals to your nervous system, keeping your body in work mode even when you lie down. By using heat, vibration, and gentle traction, Air-Lift™ helps release that tension at the source. As your body relaxes, your nervous system naturally shifts out of alert mode—making it much easier for your mind to slow down and fall into deep sleep.

No. slenvi is an independent wellness brand. We use AliExpress’ direct-shipping logistics network because it is one of the most efficient and reliable ways to deliver products from Asia to the U.S. This does not mean the product is an off-the-shelf AliExpress item. It simply reflects the shipping route we use to ensure timely and cost-effective delivery.

No, this is normal and not a defect. A mild scent can be present due to the manufacturing and packaging process. It is completely harmless and usually fades quickly after use. If you’re sensitive to smells, we recommend placing the pillow in a well-ventilated area for about 1 hour before use.